Contacting the Support Helpdesk
Last updated: June 1, 2022
If you need platform assistance or an unforeseen error occurs, Rescale provides professional support and problem solving primarily through email.
However, if you want to keep track of all your support tickets or follow up on previous cases, you can do this through the Rescale Helpdesk. This page explains the helpdesk sign-up process, as well as the basics of submitting a ticket to the Rescale Support team.
You can also learn more about Rescale’s Support Helpdesk policy here.
First-time user sign up process
If you are a first-time user of the Rescale Support helpdesk, you will need to go through the helpdesk sign-up process. Note that the login credentials used for the helpdesk sign-up process are different from those of your Rescale platform account.
If you had an active Rescale account prior to accessing the helpdesk, you will still need to go through the sign-up procedure.
To sign up for the support helpdesk, use the following link: Rescale Helpdesk.Once you have clicked the link above, you will be taken to the Rescale SupportSign in page. You will then need to create new login credentials for the Support page by clicking the Sign up link highlighted in the image below.
Once you are taken to the Sign up page you will be required to enter your full name and the email address that you wish to associate with the support helpdesk.
When you get to the Sign up page, enter your full name and the email address that you want to associate with the support helpdesk.
After entering your information, complete the CAPTCHA prompt that will appear and click the Sign Up button highlighted above. You will then be sent an email from firstname.lastname@example.org to the account that you used signing up. The email may take a few minutes to arrive.
Once you have received the email, click the link provided and you will be prompted to enter a password for your new support account. Make sure that your password is secure and follows the requirements. When your password is confirmed, you can then access the support helpdesk.
Users with support tickets prior to sign up
If you had support tickets prior to signing up for the support helpdesk, you will need to click the Get a password option highlighted below. This allows users with prior tickets associated with an existing email to be attached to the support helpdesk.
If you have prior tickets associated with an email address, this step is required. A common error is attempting to sign into the support helpdesk without associating the email address, which will result in the error shown below.
Helpdesk homepage and ticket submission
From the Helpdesk homepage, you can track tickets you have submitted, tickets you’re CC’d on, as well as filter open, solved, pending tickets, and view tickets associated with your organization and its members. You will also be able to submit new tickets by clicking the Submit a Ticket link highlighted in the image below.
Once you have clicked the Submit a Ticket link, you will be taken to the following page, where you will need to specify the ticket’s subject and description. This allows our team to quickly and efficiently address any issue you may be experiencing.
Note: Check the box above the Attachments box if the content of the ticket relates to Rescale’s ITAR platform.
Once you have provided all the necessary information, click Submit to complete the ticket creation process. A member of our team will then reach out to you to help you resolve your issues.